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Peers know exactly what other call centre agents are going through when they pick up the phone to talk to customers.

1. Peers Understand Challenges

Peers know exactly what other call centre agents are going through when they pick up the phone to talk to customers, they do the same each day themselves. They can empathise with them. They don't need to grill an agent on what they mean when they say "the customer was disagreeable".

2. Peers Give Practical Advice & Solutions

Peers won't offer their colleagues fluffy up-in-the-air advice that isn't applicable to their customers. The advice given by peers is tried and tested methods they have seen success with, they won't offer recommendations that conflict with the problem or the customer. They will suggest solutions based on their own experience in the same role.

3. Peer Reviews have No Consequence and therefore Create No Fear

Peers reviews won't be connected with formal performance reviews and the outcome of peer reviews generally won't be measured and monitored as peers have no authority over one another. There should be no pressure associated with the advice given and judgement made by peers. This means fear shouldn't be linked to a peer review as there is no consequence of a peer giving them advice, there's no obligation for the agent to even take the guidance!

4. No Impact on Evaluator

The outcome of the review has no impact on the evaluator because they are a peer rather than a supervisor or manager and whether or not the receiving agent's performance improves or disproves doesn't reflect poorly on the agent sharing expertise. Therefore peer evalutors should have no motives other than simply helping out, they won't be putting pressure on their colleague or pointing a finger. Obviously if they are on the same team improved performance will have an overall impact but it's not a direct reflection on the peer evalutor.

5. Peer-to-Peer Knowledge Sharing

Peer calibration is a powerful mechanism for sharing knowledge amongst workers; it leverages past training and marries it with real-life experience.

6. Peer Calibration Improves Training

If peers are helping one another by calibrating performance results this will improve their (the peers') training techniques with both new hires and upskilling existing call centre agents.

7. Peer Workshops Provide an Open & Safe Environment for Learning and Improving

A peer review session is a safe and open environment where no question should be considered as too silly or simple. An agent is more likely to feel at ease to ask colleagues questions rather than a supervisor.

8. Peers Give Great Real Life Examples

Because other call centre agents are dealing with similar issues daily they will have ample amounts of examples to give their peers when offering advice. 

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Tags: Quality Monitoring Scorecard, Call Center Metrics & KPIs